Customer Service Manager

Job Description

Job Description

We are looking for a Customer Service Manager to support service operations and deliver an outstanding experience for customers in Frederickson, Washington. This Long-term Contract position is ideal for someone who is detail oriented and can lead day-to-day customer interactions, coordinate service requests, and keep communication flowing across a fast-paced support environment. The role requires someone who can balance team oversight, account care, and scheduling accuracy while maintaining high service standards.

Responsibilities:

• Lead daily customer service activities and guide the team in resolving inquiries with professionalism, urgency, and care.

• Manage customer accounts by addressing service needs, documenting interactions, and strengthening ongoing client relationships.

• Oversee call center workflows to ensure incoming requests are handled efficiently and escalated appropriately when needed.

• Coordinate job scheduling and dispatch activities to align field service resources with customer requirements and timelines.

• Use computer-aided dispatch tools to monitor assignments, track service progress, and support timely updates.

• Review service performance trends, identify process gaps, and implement practical improvements that enhance response quality.

• Partner with internal teams to communicate priorities, resolve operational issues, and maintain a smooth customer experience.

• Experience leading customer service or call center operations in a high-volume environment.

• Strong background in customer account management and day-to-day service coordination.

• Working knowledge of computer-aided dispatch systems and scheduling processes.

• Ability to organize multiple priorities while maintaining accuracy and responsiveness.

• Excellent communication skills with a consistent focus on superior customer service. *Bilingual in Spanish preferred

• Confidence in handling escalations, coaching team members, and driving service quality.

• Proficiency with standard business systems used for tracking customer interactions and operational activities.